Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

MSL915003 Mapping and Delivery Guide
Provide information to customers

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency MSL915003 - Provide information to customers
Description
Employability Skills
Learning Outcomes and Application This unit of competency covers describes the skills and knowledge to respond to both internal and external inquiries of a specialised technical nature. The advice and information requested will require the gathering of information, such as trend analysis, collection of data and samples, confirmation of validity of results, and revision of plans or product advice additional to that on data sheets.This unit of competency applies to technical assistants and officers in all industry sectors. All personnel that conduct sampling and testing are required to communicate appropriately with internal and external customers in order to respond effectively to requests of a specialised technical nature.No licensing or certification requirements exist at the time of publication. However, regulations and/or external accreditation requirements for laboratory operations exist, so local requirements should be checked. Relevant legislation, industry standards and codes of practice within Australia must also be applied.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Communication/organisation
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Prepare response
  • Locate and obtain required information
  • Decide whether to obtain or generate additional information given the priority and costs involved
  • Seek required approval/authority to release information before proceeding
       
Element: Assess the request for information and/or advice
  • Clarify and confirm the source, nature and priority of the request
       
Element: Record the receipt of the request in accordance with workplace procedures
  • Locate and obtain required information
       
Element: Decide whether to obtain or generate additional information given the priority and costs involved
       
Element: Seek required approval/authority to release information before proceeding
       
Element: Provide information and/or advice
  • Ensure that information is accurate, relevant and complies with workplace/statutory requirements
       
Element: Keep the customer informed of progress when it is not possible to answer immediately
       
Element: Notify other relevant personnel of request and response in accordance with workplace procedures
       
Element: Use most appropriate communication method given priority, cost and customer facilities
       
Element: Provide information in a format suitable to customer
       
Element: Check that the response met the customer's needs and take appropriate actions
       
Element: Deal with customers politely, efficiently and appropriately, and in accordance with workplace procedures
       
Element: Record details of the request and response
  • Record all information details accurately in accordance with workplace procedures
       
Element: Ensure that all written information is accurate and/or legible
       
Element: File all records in the designated place and in accordance with workplace procedures
       

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Locate and obtain required information 
Decide whether to obtain or generate additional information given the priority and costs involved 
Seek required approval/authority to release information before proceeding 
Clarify and confirm the source, nature and priority of the request 
Locate and obtain required information 
 
 
Ensure that information is accurate, relevant and complies with workplace/statutory requirements 
 
 
 
 
 
 
Record all information details accurately in accordance with workplace procedures 
 
 

Forms

Assessment Cover Sheet

MSL915003 - Provide information to customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

MSL915003 - Provide information to customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: